Description

We are seeking a highly motivated, passionate, and collaborative Product Manager (aka Experience Owner) to own our Small Business (SMB) Credit Card feature delivery as well as our Consumer Credit enhancements and extended capabilities at Citizens Bank. This role is critical to delivering new capabilities and enhancements to both our Retail and SMB customers. This role will help to introduce new value-added services and help to improve our credit card proposition.

The Experience Owner will own two critical aspects of our card portfolio:

Small Business Credit Cards: collaborate with business, technology, and analytics partners to prioritize, enhance, and deliver features from ideation through production in Agile development, ensuring key outcomes and goals are met. This individual will be responsible for defining, developing, and leading the implementation of product roadmaps and capabilities to support business and customer needs. This individual will be responsible for continued management and stability of existing features already live for our customers.

Consumer Credit Card Enhancements and Extended Capabilities: lead an external team of development partners to build net new vendor-powered services into our consumer credit card digital experience to augment our overall value proposition. Collaborate with third-party vendors to integrate their product offerings into our consumer credit card digital experience and ensure delivery timelines are met. Coordinate cross-functionally with a tri-party of stakeholders across Enterprise Payments, Consumer Lending, and Digital.

The right person in this role will be leading an Agile mindset across the product team to drive continued transformation shifting from a project-based to a product-based organization focused on maximizing the value of the customer experience. They will motivate team members to deliver on the strategy and roadmap for continuous growth and improvement of product outcomes and experience.

Responsibilities:

• Product strategy: lead the development and execution of product strategies for improving the credit card experience, aligning with the bank’s goals and customer needs in partnership with the Cards P&L/Line of Business owner. Drive short-term objectives and long-term vision fueled by a deep understanding of customer needs.

• Cross-Functional Collaboration: collaborate closely with engineering, design, marketing, fraud, risk, and other stakeholders to develop and enhance the credit card digital experience, ensure alignment and successful product delivery and end-to-end experience management.

• Product Development: Oversee the entire product development lifecycle from concept to launch to ongoing optimization, ensuring high-quality deliverables on time and within budget.

• Understand how your products fit into the larger ecosystems and anticipate impacts from changes in other parts of the business, partnering to evaluate tradeoffs of technical decisions and customer experience impacts.

• Continuous Improvement: continuously seeking ways to enhance the credit card digital experience through innovation and iteration.

• User Experience: champion the user experience, ensuring features are intuitive, user-friendly, and deliver exceptional value to customers.

• Metrics and Analysis: Define key performance indicators (KPIs) and analyze product metrics to measure success and drive continuous improvement (e.g., average monthly spend, customer satisfaction scores, feature utilization). Take actions to address any issues or opportunities for improvement, refining your roadmap as the data dictates. Transform customer insights into actionable strategies.

• Regulatory Compliance: Ensuring that the credit card digital experience complies with relevant banking regulations and data privacy laws while also pushing the envelope to build an optimal experience that maximizes opportunity while minimizing risk.

• Stakeholder Communication: Communicate product plans, progress, and results to executive leadership, stakeholders, and cross-functional teams.

  Qualifications:

• Bachelor’s degree in a field such as business or other related field

• 5-8 years of experience in product management, specifically with credit card and digital payment experiences

• Experience working with and managing multiple third-party vendors, specifically with regards to technology integrations from start to finish

• Proven track record of delivering successful products in a fast-paced environment

• Strong leadership and communication skills with the ability to influence and collaborate effectively across functions and levels of the organization. Ability to circumvent roadblocks.

• Deep understanding of product management methodologies, including Agile, Scrum, and Lean.

• Experience with product management tools such as JIRA and Confluence

• Experience with human-centered design ideation and methodologies

• Analytical mindset with the ability to use quantitative and qualitative data to make informed decisions and drive product improvements

• Passion for technology, innovation, and beautiful digital customer experiences that are intuitive, seamless, and delightful. Customer-centric approach to product development and problem-solving.

• Experience working with third-party vendors and payment processors and integrating their products

• Experience managing external and offshore development teams with a mix of engineering skillsets, working in 2-week sprints, and delivering tangible outcomes on time

• Comfortable with ambiguity and hungry to learn and tackle new challenges

• Experience working with payments vendors in the credit card space

• Proven ability of partnering with risk, controls and governance teams to ensure compliance

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: Monday - Friday Hybrid 3 days in Westwood MA office 2 days remote

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

12/27/2024